Problem
Traditionally, supporting mobile app users is slow, inefficient, and prone to miscommunication. Support staff lack the training and access to troubleshoot properly, and this problem can be compounded by needing to resolve tickets across a variety of devices and app versions.
There often aren’t enough phones to meet agent needs, and accessing the correct mobile environment for customer issues can be time consuming. The larger the team, the higher the costs.
of agents can’t access a customer’s correct app version, causing resolution delays
Gartner Customer Service and Support Leaders Poll 2021New releases take six weeks to move into documentation for support. Contact centers have a hard time succeeding while they wait.
of agents lack the knowledge they need to provide better service.
MaddynessPoorly trained support teams can’t efficiently resolve customer issues, leading to bottlenecks and backlogs.
Fewer resolved tickets per day with outdated tools and training
ZendeskSupport teams frequently deal with sensitive personal information and financial data. Without strict access controls and encryption, these interactions are easily compromised.
of app related information security incidents were a result of careless errors during support operations
Verizon
Solution
With Appetize, teams can see new versions and updated features before support issues pile up.
Instant access to any Android and iOS experience means agents have the tools and access they need to successfully resolve calls faster.
Easily provide up-to-date versions to internal teams, without the need to run endless maintenance and link updates. No need to painstakingly maintain and distribute APKs, and no need to set up TestFlight for each user.
Cut mobile-related call resolution time with better trained agents. Agents can be trained on the latest app version and have the knowledge they need at their fingertips. Track, record and review sessions to onboard new team members.
Virtual devices make it easy to protect vital customer information, and to limit who on your team sees what. Flexible deployment methods and security at every level means your security requirements can be met.
“With the app mirroring tool, we don’t need to ask for screenshots. We can see what the client is seeing and see what the error is. Then I can work with the tools that I have to solve the problem. It reduces a lot of back and forth with back office teams and with clients.”
Give support teams fast, reliable access to every mobile app experience so they can troubleshoot issues, validate workflows, and support customers with confidence.
